Not at all @bshand, and while I am a prime example of someone who must go through their VAR for such activity....I have used it on a, albeit small, number of occasions, including appending us to another users ER number, in support of it. I don't think there is any visibility back to users, as to how those logged calls are ranked, nor if they get elevated. Some sort of overall "dashboard" via webkey access, to see this stuff in progress [or not] would be cool.
This has been a common practice for as long as I've been using SE, and indeed participating in the old BBS closed SE forums, way, WAY back......but perhaps someone from GTAC would care to clarify. Would you mind @uk_dave?